i. Monitor/manage feedback from multiple feedback channels (e.g.calls to contact centre, emails to public facing inboxes, as well as other digital and traditional platforms);
ii. Monitor and manage Authority’s contact centre;
iii. Manage and enhance Authority’s Customer Management System (CMS) by working closely with system vendor on the deployment of system enhancements by stipulated timeline;
iv. For cases handled by SQO, ensure that final replies are issued to feedback providers within the service timelines (See ANNEX C);
v. Respond to requests from operation divisions for vetting of replies within one working day;
vi. Submit monthly data analytics report on NParks and AVS overall case management performance for current month by the end of the next month;
vii. Implement any other Service improvement initiatives when assigned
Monday to Friday - 8.30 AM to 6.00 PM
Working location : 1 Cluny Road , Singapore 259569
